Help & Support

Before running a course, please take the following steps to ensure your PC* meets the minimum pre-requisites.

1. Course Technical RequirementsPlease check the technical requirements for your specific course. This information is shown within each ‘course description’ in the catalogue.
Each course has individual requirements for the minimum PC specification, internet connection and the types of Internet Browser that are supported.
2. Browser settings and Flash.
In order to make sure you have the correct browser settings to enable learning over the Internet please use this compatibility check.
The compatibility check tests that JavaScript, Flash, Cookies and pop-up windows are enabled for course-source.net servers. You can also read intructions of how to manually check and enable these settings here.
*Most eCourses are designed for access via a PC and cannot be guaranteed to function properly on a Mac, phone or tablet device. Please access your course on a PC.
If your PC does not meet all the pre-requisites you may still be able to launch a course. However you may notice that audio doesn't play correctly, your progress is not recorded or that pages take a long time to display etc. Please contact the administrator with any specific queries.

If you require further assistance or technical support, please contact us using the details at the top of this page.
For technical help, please ensure to include as much information as possible regarding the specifics of your request to help the support line deal with your enquiry.
As the subject of the email please state the type of request, either Registration, Technical Assistance or General Information, and in the body text (for technical help) please include the following information, where possible:

First name, Last name

Company, contact number

Login ID or user ID

Course, lesson and tutorial (where applicable)

Browser type and version

Operating system

Type of connection, i.e. modem, ADSL etc.

Description of request/ problem

Incoming support requests are routed to the appropriate support representative based on request type and the level of technical expertise required to quickly resolve the issue.

Please ensure that your course meets the minimum technical requirements (detailed in the system requirements tab).
In the event of any issues, additional help is shown below:
Audio
Some courses include audio. It is usually possible to enable or disable audio within the course or on the course page prior to launching the course.
If you have problems with audio, check that you have a sound card installed on your machine and that the speakers or headphones are correctly connected to the computer's soundcard (not plugged in to your CD-ROM drive's headphone socket).
Bookmarking
All of the courses have a progress indicator, which will tell you which modules you have started, not yet started and completed. It is good practise to regularly ‘clear your browser cache’ to support this function.
Cache
To clear your Internet Explorer cache: select ‘tools’ from the Internet Explorer toolbar menu. Then, from the dropdown menu, click on ‘Delete Browsing History’. This will open up a new window. For IE8, make sure there is a tick in the boxes for ‘Temporary Internet files’ and ‘Cookies’ and then click on ‘Delete’. To close select ‘ok’.
Certificates
Your certificate of completion will be automatically emailed to you (in PDF format) once you have successfully completed the course. Depending on the course, this may require you to pass tests within the course and/or to visit all of the course pages. Please be sure to always exit the course correctly to ensure that your progress is saved.
If you have successfully completed your course but not received your certificate, first please check your email’s junk folder (in case it has been diverted by a Spam filter). If you believe that you have completed the course and your certificate has not been received, please contact us .
Note: certificates from exams are usually provided separately by external awarding bodies.
Downloads
Why can’t I launch download files within my course?
Firewalls protect your computer against malicious attacks over the internet such as viruses and also help to prevent unauthorised access to your computer or network. However, a firewall might prevent you from accessing some of our courses. If you’re having problems with accessing a course you might want to disable your firewall for a short while, or check with an IT support department if you’re at work.
Firewalls and proxies
Firewalls protect your computer against malicious attacks over the internet such as ‘Virus’ and help prevent unauthorised access to your computer and network. It may be that you have a software firewall installed on your computer, or in a larger organisation all traffic may pass through a centralised firewall. Either way, a firewall may prevent some courses, or content from being accessible and if you have problems with accessing content then ensure that your firewall is not rejecting content. Your system administrator or IT support department may be able to help you.
Your IT department should configure any firewalls to allow HTTP traffic to any domain ending course-source.net. Also important is that course-source.net pages should never be cached by proxies.
How to access your course
When you are enrolled onto a course you can access it via your ‘my courses’ page. You may have been supplied with an enrolment key (a course activation code) which will add the course to your account. This can be used on the ‘my courses’ page.
JavaScript
To enable JavaScript:
Select ‘Tools’ from the toolbar menu.
Click on ‘Internet Options’.
From the ‘Security’ tab click ‘Custom Level’.
Scroll down to the section called ‘Scripting’ and enable ‘Active scripting’.
Click ‘OK’ and select ‘Yes’ to confirm that you want to change these settings.
Click ‘OK’ in order to close the remaining window.
Close Internet Explorer and open it up again.
Mobile devices
Most eCourses are designed for access via a PC and cannot be guaranteed to function properly on a Mac, phone or tablet device. Please access your course on a PC.
Plug-ins
You may find that to run your eCourse you’ll need to download a plug-in. This will be mentioned in the “technical requirements” of your course. If your course requires a specific plug-in be installed on your PC then you can download it by clicking on the link that applies to your course below. Then just follow the onscreen instructions*.
Adobe Flash Player Adobe ShockwaveAdobe Reader QuickTime Player
*When downloading the plug-in you may be automatically asked to install the Google toolbar. If you don’t want the Google toolbar, just un-tick this option.
Pop up blockers
Pop-up blockers need to be disabled for the courses to run correctly. Before you launch your course, check here to see if you have a pop-up blocker installed. Click on ‘Start Tests’ & then work through the screens.
If your pop-up blocker is configured to block the site you’ll need to click on the bar that notifies you a pop up has been blocked and select ‘always allow pop-ups from the site’. Alternatively, if you are not using Internet Explorer, please select one of the other suggestions for unblocking pop-ups.